The best time to do great customer service is when a customer is upset.

If you make a difference, people will gravitate to you. They want to engage, to interact and to get you more involved.

The best experiences and the biggest ideas don't fit into a category. They change it. They don't get filed away, they transform us.

It takes a lot of guts to stop measuring things that are measurable, and even more guts to create things that don't measure well by conventional means.

Powerful advertising is anticipated, personal, and relevant.

Don’t try to change someone’s worldview is the strategy smart marketers follow. Don’t try to use facts to prove your case and to insist that people change their biases. You don’t have enough time and you don’t have enough money. Instead, identify a population with a certain worldview, frame your story in terms of that worldview and you win.

We happily give up our freedom and our income in exchange for having someone else take responsibility for telling us what to do next.